It's All About The Experience

A blog about managing and improving customer experience and improving profits.

Ron Ryan

Ron Ryan is the founder and owner of Ron Ryan and Associates, a management consulting firm based in Knoxville, TN. Mr. Ryan’s practice has specialized in marketing, product management, operations, and profitability improvement.

Before founding his consulting business, Mr. Ryan held VP of Operations and SVP Product Management roles at Answer Financial, Inc. Acquired in 2009 by Allstate, Answer Financial is a comparison shopping company and sister company to an online auto insurer, Esurance.

Mr. Ryan began his career as a management consultant for The MAC Group. Based in Cambridge, Massachusetts, and later in Rome, Italy, and London, England, Mr. Ryan consulted with government entities, technology companies, central clearing banks, insurance companies, and international brokerage firms throughout the United States, Latin America, and Europe.

Mr. Ryan received a Bachelor’s degree in History and Literature cum laude from Harvard College with an honors (magna cum laude) thesis in History and Literature. Mr. Ryan holds an MBA in Finance from the Wharton School of the University of Pennsylvania. Mr. Ryan is also named inventor for several issued US patents relating to financial services systems. Mr. Ryan is a licensed insurance producer in the State of Tennessee.

To give back, Mr. Ryan is a member of the University of South Florida Advisory Panel on Customer Experience and a part-time Adjunct Instructor in management, Project Management, and Marketing at Remington College.

AI In CX Improvement? Five Great Examples

On March 12, 2024 in Artificial Intelligence, Conversion Improvement, Customer Complaints, customer experience, Customer Relationship Management, Customer Service, Product Management, Profit Improvement by Ron Ryan

AI In CX Improvement? Five Great Examples

How is AI being applied to improve customer experience in large organizations? This blog article provides five examples of approaches that may apply in yours!

Tagged With: Artificial Intelligence, Customer Experience, CX Improvmeent, Machine Learning, Natural Language Processing

Technology In Education: 10 Retention Tools in Higher Ed

On February 8, 2024 in Corporate Culture, Education by Ron Ryan

Technology In Education: 10 Retention Tools in Higher Ed

Student retention and re-enrollment are as critical to institutional survival as academic excellence. Student engagement drives re-enrollment and retention rates. Research shows many emerging educational technologies can improve engagement and so bring educational and financial benefits. Where to start?

Tagged With: Adaptive Learning, Ed Tech, Gamification in Learning, Hybrid Learning, Learning Management Systems, Online Assessment, Peer Learning, Predictive Analytics, Remote Learning

8 Innovative Ways to Improve Customer Retention Using Email

On February 4, 2024 in Branding, Conversion Improvement, Customer Service, Digital Marketing, New Product Development, Product Management, Profit Improvement, Research, Retention by Ron Ryan

8 Innovative Ways to Improve Customer Retention Using Email

The right email message on the right topic at the right time can bring customers back. Learn how eight innovative companies use email to improve customer retention.

Tagged With:

Eight Digital Marketing Technologies That Can Improve Retention

On January 29, 2024 in Conversion, Conversion Improvement, Customer Complaints, customer experience, Customer Relationship Management, Customer Service, Digital Marketing, New Product Development, Profit Improvement, Retention, Social Media by Ron Ryan

Eight Digital Marketing Technologies That Can Improve Retention

Marketing has undergone a digital revolution over the past decade. Most have focused on new customers. This blog article treats 8 technologies that can help you hang on to existing customers.

Tagged With: Big Data, Complaints Management, Conversion, CRM, Cross-selling, Customer Retention, Digital Marketing, Email, Email Marketing, Growth Marketing, Integration, Loyalty Marketing, Marketing Automation, Marketing Reporting, Personalization, Remarketing, Upselling

You've Been Laid Off. What Now?

On January 22, 2024 in Career Management, layoffs, Online Learning by Ron Ryan

The third in a series of articles on layoffs, this piece walks through the essential steps you must take when you are laid off.

Tagged With: career management, how-to, job search, layoffs

Is There A Good Way to Manage a Layoff?

On January 9, 2024 in Board Management, General, layoffs by Ron Ryan

Managers assigned to lay off a large part of the workforce rarely receive training before they are asked to do so. This article outlines best practices, and a few legalities managers should consider when implementing a layoff. A final section highlights Twitter's major layoff in 2022-3 as a recent case study, which identifies many things NOT to do in executing a significant layoff.

Tagged With: Best Practices, COBRA, Layoffs, Management, Terminations, WARN Act

Bad News For the Holidays - Why Companies Lay Off Employees

On December 22, 2023 in layoffs by Ron Ryan

Bad News For the Holidays - Why Companies Lay Off Employees

With some of the most prominent tech companies announcing layoffs in January of 2023 and more planned this December, a blog article about layoffs seems timely. This post is the first in three blog articles about layoffs. This article discusses why companies make layoffs. A second will cover how to administer a mass dismissal properly and share a case study of things you should not do if you are laying people off. A third provides advice on what to do if you are laid off.

Tagged With: Termination, Corporate Restructuring, Corporate Strategy, Layoffs

24 Examples of Social Media Advertising Campaigns Small Businesses Can Use To Build Their Brands

On November 30, 2023 in Branding, Content Development, Conversion, Customer Complaints, New Product Development, SEO, Social Media by Ron Ryan

24 Examples of Social Media Advertising Campaigns Small Businesses Can Use To Build Their Brands

Social media is one of the most influential elements of modern advertising. It has arisen from a trendy curiosity to a mainstay of consumer marketing. See 24 Examples of Great Campaigns You Can Copy.

Tagged With: Branding, Case Studies, Marketing, Social Media Marketing

The Difference Between Primary, Secondary, and Peer-Reviewed Sources (And Where Chatbots And AI Fit In)

On October 2, 2023 in New Product Development, Online Learning, Research by Ron Ryan

The Difference Between Primary, Secondary, and Peer-Reviewed Sources (And Where Chatbots And AI Fit In)

A Management Consultant and Adjunct College Instructor reflects on the changing nature of research in light of the advancement of AI and Chatbots.

Tagged With: Research, Bard, Bing, Chat Gpt, Chatbots, Information Authority, Microsoft Bing Chat, Online Learning, Peer-Reviewed, Primary Sources, Search Engines, Secondary Sources

Buying and Delivery Preference -- The New Battleground?

On March 15, 2023 in Conversion Improvement, Customer Complaints, customer experience, Customer Relationship Management, New Product Development by Ron Ryan

Buying and Delivery Preference -- The New Battleground?

Pandemic stay-at-home rules forced users to experiment with new product and service delivery mechanisms. This need, in turn, has driven business leaders to quickly adapt and focus on consumer buying preferences and behavioral segmentations. New segments pop up almost monthly as consumers explore, then expect, alternative buying and delivery channels for goods and services. What to do?

Tagged With: Buying Habits, Distribution, Marketing Channels, Product Innovation, Purchase Preference, Segmentation